Customer Care Agent

About the Role:

Provides outstanding customer service to individuals contacting the Bank, by phone, chat or online, by resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Bank products and services

Resolves customer problems such as: account updates, debit card issues, product questions, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions.

Performs a variety of transactions and maintenance on the customer’s behalf such as: funds transfers, stop payments, debit card increases, address changes and check orders.

Suggest appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards.

Assists customers with fraud intake and support.

Performs general tasks and completes routine assignments, receives assistance in the completion of more complex assignments.

Moderate supervision with some latitude for independent judgment.

Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.

Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.

Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations as applicable to this job description.

May be asked to coach, mentor, or train others and teach coursework as subject matter expert.

Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.

Takes personal initiative and is a positive example for others to emulate.

Embraces our vision to become “Business Bank of Choice”May perform other duties as assigned.

About You:

H.S. Diploma/GED (preferred)
Bachelor's Degree (preferred)
Less than 2 years — of customer service experience within call center environment (Preferred)
Intermediate reading, writing, and arithmetic skills.

Strong verbal communication skills.

Requires the ability to multi-task and work with over 25 software applications.

Requires intermediate computer skills, including MS Office and banking software.

Learns Bank’s processes and procedures for a variety of bank operation functions and selling Bank products and services through on the job cross-training activities and formalized training classes.

The pay range for this role is $20.00 to $22.00.The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.

Evergreen:

This posting is part of an evergreen requisition to create a pipeline of talent. If you are interested in potential opportunities in this area, we encourage you to apply. While we may not have an immediate opening at this time, we are always looking for top talent and will reach out as positions become available in the posted locations.

Our Benefits:

We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays.

Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Columbia Bank is an equal opportunity and affirmative action employer committed to…